HR Associate Experience Operations Analyst

Job Summary

Responsible for providing resolution to inquiries escalated by the Tier 1 Representative. Serves as a point of contact for managers and external stakeholders seeking HR-related assistance and supporte. Provide support for managers utilizing self-service tools, and provide accurate information about policies, processes, and programs in the areas of payroll, benefits, leaves administration, HR systems, and other matters that occur during the employment life cycle. Resolve inquiries on a timely basis, while delivering exceptional customer service. Receive activity through multiple channels such as case management, system notifications, phone calls, and chat service as the first point of contact for HR queries.

Key Tasks & Responsibilities (Essential Functions)

• Services as a Senior Representative and receives esclations for Tier 1 Associates. Primary point of contact for People Managers to support, respond, handle, answer, and action issues/questions regarding policies, procedures, and HR Systems. Participate in testing, releases, and change governance for SAP release cycles.
• Lead projects as defined by leadership which include development of project plan, with key milestones and deliverables, lead meetings, provide regular project updates, and adhere to project deadlines.
• Travel independently to various facility sites to conduct training on best practices, conduct listening sessions, and recommend and develop action plans base on associate feedback.
• Maintains performance against established KPI's (Time to Resolve, Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls, etc.), with goals of First Call Resolution and associate satisfaction. Ensure knowledge base documentation is updated and maintained accurately in a timely mannger and provide continiouse feedback opportunities.
• Configures,maintains, and updates functional data such as pay scale levels and pay scale rates within HR system. Partners with HRBPs and acts as a consultative partner during updates to rate changes, and/or contract negotiation updating ACONNECT accordingly while assuring data quality. Has a strong understaning of compenstation information tie to pay components (recurring/non-recurring) Act as a liasion between the AEC and Alight to resolve pay related issues. Understands and executes mass data changes such as bulk updates to compensation or positions. Strong understanding of data imports.
• Conducts consistent audits of Tier 1 associates work and provides feedback based on audit findings. Generates and analyzes reports to draw insights on trends, patterns and analytics. Reports findings to leadership and key stakeholders.
• Troubleshoots application errors and partners with departments such as HRIS or IT as needed to resolve. Continiously audits the Data Replication Monitor and partners with payroll/payroll vendor to resolve replication errors.

Skills (including soft and technical skills)

• Customer Service
• Knowledge Base Management
• Data Management
• Employee Engagement
• Organizational Skills
• Verbal and Written Communication
• Business Process and Requirements Analysis
• Interpersonal Communication
• Process Improvement
• Project Management
• Empathy
• Consulting
• Problem Solving
• Self-Service (knowledge and consent) 

Skills and Minimum Experience Required

• High School diploma required; bachelor's degree in Human Resources, Business Administration, or related field preferred
• 2-4 years human resource management experience required, with customer service experience preferred 

• HRIS systems experience (i.e. SAP Success factors, Workforce, Ultipro) preferred

Travel Requirements

• up to 20% domestic travel